I've configured an automation rule, that should enable customers to reopen closed tickets when the add a comment.
Unfortunately the tickets are now also reopened, if an service desk agent closes the issue with a comment in the ResolveIssue Screen.
Is there any way to circumvent this?
Any help is highly appreciated.
This condition is already part of the automation rule. But the issue is, that when a agent closes an issue the following is visible in the history:
So the issue is that the comment is added, when the issue has already been closed with the closeissue dialog.
Any ideas how I could add the condition "only via customer portal"?
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